Policy
This policy explains how orders are processed, how shipping and delivery may work, when tracking may be available, and what to do if a shipment is delayed, missing, damaged, or affected by incorrect shipping details.
Orders on Wookex are processed after confirmation. Shipping time may vary by location, courier, product availability, seller or supplier handling, holidays, and the accuracy of shipping details provided at checkout.
Details
Review these sections before placing an order or contacting support about a shipment.
Orders placed through Wookex are processed after order confirmation. Processing may include payment review, seller or supplier handling, product availability checks, packaging, and courier handoff.
Processing times may vary depending on the product, seller or supplier operations, order volume, weekends, holidays, and other operational factors.
Available shipping methods may vary by product, seller or supplier, delivery location, courier availability, and order details.
Delivery times are estimates and may vary by location, courier performance, product availability, seller or supplier handling time, holidays, weather, service disruptions, incorrect address details, and other factors outside normal marketplace control.
Shipping costs, when applicable, may be calculated based on the product, seller or supplier, delivery location, courier option, package size, package weight, and promotional terms available at checkout.
Any applicable shipping charges should be reviewed before completing an order.
Tracking information may be provided when it is available from the seller, supplier, courier, or fulfillment partner.
If tracking is available, customers should use the tracking details provided with the order to monitor shipment progress. Tracking updates may take time to appear after courier handoff.
Customers are responsible for providing complete and accurate shipping details, including recipient name, delivery address, phone number, and any relevant delivery instructions.
Incorrect or incomplete shipping information may cause delays, failed delivery attempts, additional verification, or order cancellation where delivery cannot be completed.
If an order is delayed, missing, lost, or arrives damaged, customers should contact support with the order number, delivery details, and any relevant photos or courier information.
Wookex may review the issue with the seller, supplier, courier, or fulfillment partner to help determine the next available steps.
International shipping may be available only when supported by the relevant seller, supplier, courier, or fulfillment partner.
Where international shipping is available, delivery times, shipping charges, customs review, duties, taxes, and other import-related requirements may vary and may be outside the direct control of the marketplace.
Support
For delayed, damaged, missing, or address-related shipment issues, contact support with your order number, delivery details, tracking information when available, and photos if the package or item arrived damaged.
Clear order details help support review the shipment with the seller, supplier, courier, or fulfillment partner.
FAQ
Delivery time varies by location, courier, product availability, seller or supplier handling, holidays, address accuracy, and other operational factors. Any delivery estimate should be treated as an estimate, not a fixed delivery date.
Tracking may be provided when available from the seller, supplier, courier, or fulfillment partner. If tracking is available, use the tracking details shared with your order to check shipment progress.
Incorrect or incomplete shipping details may delay delivery, cause a failed delivery attempt, require additional verification, or prevent delivery from being completed. Contact support as soon as possible if you notice an address issue.
If your order is delayed, contact support with your order number and any tracking information available so the shipment status can be reviewed.
If a package arrives damaged, contact support promptly with your order number, a description of the issue, and clear photos of the package and affected item where possible.